2 payments taken

[Sarah68xx]

I paid my bill on 28/12/23. Yet you took it out my account aswell the next day 29th so 2 payments have been made and I would like one payment refunded

[Daniel0210]

@Sarah68xx 

It seems you made a manual payment when you shouldn't have. If you have a continuous payment method set up you should never need to make a manual payment. A credit will appear on your account for the amount you have overpaid. This should automatically be used to pay your next bill so on that bill date no/less money should be taken from your account. I would suggest not making manual payments unless requested to by Sky.

However, if you prefer, once your extra payment is showing as a credit we can perhaps get you some help in getting it refunded (within the standard 3-5 working days) through the Messaging Team. Let us know on this thread if you want to do that having confirmed it’s showing as a credit.

[Sarah68xx]

I made the manual payment because when it tried last week to go out my bank, it was not in there then they tried again, now normally after 2 attempts they don't go for a third. Hence me paying manually

[caesarome]

Do you see a credit for the amount you manually paid ?

[Daniel0210]

@Sarah68xx 
If you have a Direct Debit set up and the payment fails on the normal payment date Sky will attempt it again 10 calendar days later. 

After 10 days, if that second automatic attempt also fails Sky may send a text and/or email notifying you that your payment has failed again and you then have a day or two before they restrict your services.

So, is the overpayment showing as a credit yet? 

[Sarah68xx]

Yes just say crefit 218.66 

[Daniel0210]

@Sarah68xx 
I’ve escalated your post to Sky and the Messaging Team may contact you tomorrow.

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains the process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Tom-W19]

Thanks for escalating. We've sent an invite to @Sarah68xx.

[Addie15]

Update-We are closing this session now as this matter has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.